Public Utility Complaints Investigator

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This class is responsible for conducting regulatory compliance inspections and investigating customer complaints involving regulated public utilities.

Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.

• Responds to customer complaints against regulated utilities through interviewing both customers and representatives of the utility to detect discrepancies or obtain explanations for situations that led to the complaint; makes recommendations to the utility company to resolve billing discrepancies and informs customer of findings and any resolutions necessary.
• Conducts periodic field inspections of utility company complaint records to determine if records are kept in accordance with laws, rules and regulations and to verify accuracy of rates against billings.
• Conducts signal strength tests on customer premises and at cable television distribution and receiving sites; performs permit inspections for customer-owned coin operated telephones for regulatory compliance.
• Monitors utility rates assessed by public utilities, answers consumer inquiries regarding commission decisions, and may be required to testify/appear before hearings, boards or commissions.
• Prepares reports to supervisor concerning complaints, compliance, violations, investigations and findings.
• Conducts periodic water pressure tests on customer premises to determine water utility compliance with State law and PSC regulations.
• Serves as an official witness during the testing of customer electric and water meters by utility companies to determine accuracy of recording devices and to ensure tests are conducted in accordance with procedures.

JOB REQUIREMENTS for Public Utility Complaints Investigator
Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

1. Six months experience in interviewing which includes using structured or unstructured interview techniques to obtain facts, explore issues and identify courses of action.
2. Six months experience in record keeping.
3. Six months experience in applying laws, rules, regulations, standards, policies and procedures.
4. Knowledge of math such as addition, subtraction, multiplication, division, percentages, or decimals.
5. Possession of a valid Driver's License (not suspended, revoked or cancelled, or disqualified from driving).

Applicants must be legally authorized to work in the United States. The State of Delaware Executive Branch participates in the Federal E-Verify system where the State will provide the federal government with each new hires Form I-9 information to confirm that you are authorized to work in the U.S. For more information refer to our job seeker resources.

To learn more about the comprehensive benefit package please visit our website at https://dhr.delaware.gov/benefits/

The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position.  It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties.  For education and training, list name of educational provider, training course titles and summary of course content.   Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.

Once you have submitted your application on-line, all future correspondence related to your application will be sent via email.  Please keep your contact information current.  You may also view all correspondence sent to you by the State of Delaware in the “My Applications” tab at StateJobs.Delaware.gov.

Accommodations are available for applicants with disabilities in all phases of the application and employment process.  To request an auxiliary aid or service please call (302) 739-5458. TDD users should call the Delaware Relay Service Number 1-800-232-5460 for assistance.

The State of Delaware is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression.